How Yelp reviewed competing LLMs for correctness, relevance and tone to develop its user-friendly AI assistant
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Summary
Yelp has long provided consumers with information on everything from local cafes to plumbers and tailors.
Having experimented with machine learning since its early days, the company is now deploying large language models to power some features.
Having launched Yelp Assistant, its AI-powered service search assistant, in April this year, usage figures for its AI tools actually began to decline.
Speaking to VentureBeat, Craig Saldanha, chief product officer at Yelp, said that it took the company a long time to understand why usage was falling amongst occasional users.
These users were not expecting to speak to an AI representative when looking up information on the site or app.
Yelp is also using AI for its Review Insights and Highlights features.